Regnicea Butler
Pearland,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
8
8
years of professional experience
Work History
CSR
RemX Specialty Staffing
Irving, TX
09.2023 - 03.2024
- Handled customer inquiries and complaints in a timely manner.
- Participated in team meetings or training sessions when necessary.
- Documented all conversations with customers in CRM software according to company standards.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- sending inbound/ outbound faxes to healthcare providers update cases
- sending emails to case mangers for cases that need to be expedite
Customer Service Manager
Starbucks
07.2022 - 03.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Followed through with client requests to resolve problems
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Work From Home Customer Service Agent
Med Sources
05.2020 - 06.2022
- Assisted an average of 100 customers per day via email, Loom, and live video (Zoom) resulting in 90% satisfaction rate
- Routinely updated clients, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status, resulting in a 95% customer satisfaction rate
- Actively monitored and engaged with additional support channels, such as Slack and social media, resulting in a 40% increase in customer engagement.
Healthcare Customer Service Representative
Univeristy Hospital
09.2016 - 04.2020
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
Patient Care Technician
Tulane Medical Center
New Orleans, LA
11.2017 - 02.2019
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Answered call lights promptly and responded appropriately to requests from patients, families, staff members.
- Provided direct patient care and assistance to healthcare team members.
- Observed changes in patient's conditions and reported any abnormalities to the RN on duty.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Organized supplies in order to maintain adequate stock levels throughout shift.
- Planned and served meals and snacks to patients according to prescribed diets.
Education
Bachelor of Science - Pharmacy Technology
Ultimate Medical Academy - Clearwater
Clearwater, FL03-2025
High School Diploma -
Thurgood Marshall High School
Missouri City, TX06-2008
Skills
- Typing 45 wpm
- Complaint resolution
- Medical terminology knowledge
- POS systems expert
- Professional telephone demeanor
- Order fulfillment
- CRM
- Account management
- Creative problem solving
- Technical Support
- Service standard compliance
- Skilled in client experience management, customer satisfaction surveys, and problem-solving
- Entrepreneurial spirit, always seeking new opportunities and challenges to tackle
- Comfortable, focused, and organized in fast-paced, high-output environments
- Strong communication, analytical, and marketing skills, with the ability to work in various platforms/systems
- Appointment Scheduling
- Multi-Task Management
- Inbound and Outbound Calling
Timeline
CSR
RemX Specialty Staffing
09.2023 - 03.2024
Customer Service Manager
Starbucks
07.2022 - 03.2023
Work From Home Customer Service Agent
Med Sources
05.2020 - 06.2022
Patient Care Technician
Tulane Medical Center
11.2017 - 02.2019
Healthcare Customer Service Representative
Univeristy Hospital
09.2016 - 04.2020
Bachelor of Science - Pharmacy Technology
Ultimate Medical Academy - Clearwater
High School Diploma -
Thurgood Marshall High School
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